IT Technical Support Engineer

• Engaging in everyday tasks, working on tickets, and maintaining oversight of personal and group tickets to ensure timely resolution.
• Closing and meticulously documenting resolutions or workarounds in the internal knowledgebase to facilitate knowledge sharing and improve future problem-solving efficiency.
• Conducting incident response, including first-line investigation, problem analysis, workaround development, and resolution or progression of IT incidents.
• Categorising, prioritising, and escalating IT incidents to appropriate resolver groups within Service Level Agreement (SLA) parameters.
• Performing maintenance of laptops and servers, including user and computer administration tasks to ensure optimal system performance.
• Managing equipment provisioning, including overseeing the onboarding and offboarding processes to maintain seamless workflow transitions.
• Developing and implementing proactive measures to prevent recurring issues and enhance overall system stability.
• Collaborating with cross-functional teams to design and implement IT solutions that align with business objectives and user needs.
• Mentoring junior team members and providing technical guidance to foster skill development within the IT support team.
• Creating and maintaining technical documentation, including standard operating procedures and user guides, to ensure consistent support delivery.
• Monitoring system performance and capacity, proactively identifying areas for improvement and optimisation.
• Staying abreast of emerging technologies and industry best practices and recommending innovative solutions to enhance the company's IT infrastructure and support capabilities.
• Training of Ergomed Group personnel on IT procedures as appropriate

IDEALLY we would like someone with MS 365, Azure and Exchange expertise.